ITIL Service Transition

beef410's version from 2018-11-01 12:56

Service Transition

Question Answer
Knowledge ManagementEnsure timely retrieval of knowledge, delivered to the correct audience for informed decision making. Facilitates the reuse of knowledge, preventing the need for rediscovery.
Change ManagementControlling the lifecycle of all changes, enabling beneficial changes to be made with minimal disruption to existing IT services.
Asset and Configuration ManagementEnsuring that assets required to deliver services are properly controlled and that accurate and reliable information about those assets is available when and where it is needed.
Release and Deployment ManagementEnsuring the build-test-deployment cycle is successfully delivered with minimal business impact through planning/scheduling/controlling the process.
Transition Planning and SupportPlanning and coordinating transition activities at a high level through coordination of resources and capabilities. Including interfacing between Service Transition - Project Management - Business Engagement. Project Manager
Service Validation and TestingEnsuring the service performs as specified in the Service Strategy and Service Design phases through testing and validation.
Change EvaluationComparing predicted performance against actual performance
BenefitsMore accurate cost, timing and resource requirements. - Plan is easier to adopt and follow - Delays due to unexpected delays and dependencies - Better expectations for stakeholders - Ensure new/changed services are maintainable - Improved control of service assets and configurations.

Transition Planning and Support (Transition)

Question Answer
Release PolicyPolicies for Major/Minor and Emergency releases
SKMSService Knowledge and Management System - knowledge base of services and their management policies.
SACService Acceptance Criteria - Criteria required for a transitional service to be okay'd for deployment.

Change Management (Transition)

Question Answer
CABChange Advisory Board - Group of people responsible for approving changes
ECABEmergency CAB - Typically a subset of the resources that offer approval input for the normal CAB.
RFCRequest For Change
Change ModelDetermines how different categories of change are handled. (minor/major/emergency)(normal/emergency/standard[pre-approved])
Change RecordIncludes all details regarding the change. 1:1 with RFC's including rejected changes. Would be stored in the SKMS.
Change ProposalHigh level breakdown of the change. Pulled from the comprehensive list found in the Service Portfolio Management process.
Remediation PlanningBackout plan - Steps to cancel the in-progress change and bring related services back to their pre-change-attempt baseline.
Change ManagerAdministers the RFC's, prepares them for CAB and official authorizor/rejector of the change.

Knowledge Management (Transition)

Question Answer
DIKWData -> Information -> Knowledge -> Wisdom - The process from gathering data to interpreting(collating) it to making meaningful use of it and then knowing when best to apply it.
SKMSService Knowledge Management System - Knowledge Database - Contains the CMS. Following the DIKW pyramid data rolls up into meaningful knowledge into the SKMS.
CMSConfiguration Management System - Contains KEDB and CMDB
KEDBKnown Error DB
CMDBConfiguration Management DB - Source of information regarding Configuration Items and their inter-dependencies.

Service Asset and Configuration Management (Transition)

Question Answer
TermsService Asset(things/services available) / Configuration Item / Attribute / CI Type / Component / Configuration Baseline(start-fallback basis) / CMDB & CMS / Relationship / Verification & Audit
Configuration Item CIContains the scope/dependencies of a Service Asset which are aggregated into the CMDB
ActivitiesPlanning - Identification - Control - Status Accounting - Verification&Audit

Release and Deployment Management (Transition)

Question Answer
TermsDeployment / Release / Release Package / Release Record / Release Unit / Build(versioning) / Definitive Media Library DML(literal media library containing software installers and such)
Release PolicyGoverning document for how to release changes. How Release and Deployment works with Service Validation and Testing as the service prepares for go-live. Differentiates procedural differences between release types. major/minor/emergency
Release PackageBundle of related release units and configuration items. Major changes are typically broken down into manageable phases/steps
Target BaselineWhere you intend to be after the change has occurred.
Parallel DeploymentMultiple release packages are pushed at the same time.
Phased DeploymentRelease packages are rolled out sequentially.
Release PhasesPlanning - Build&Test(Entered into DML) - Deployment - Review & Close